At a glanceSummarised by Seekless from the posting.
Must have5
3+ years supporting non-technical users, ideally in a school, education, consumer, or service environment
Strong customer service orientation
Clear written communication
Practical experience diagnosing common device, software, connectivity, and account issues across Mac, Windows, iOS, and Chromebook
Weekend availability
Nice to have5
Familiarity with AI tools such as Perplexity Computer
K-12 or 1:1 device program experience
Help desk or ticketing platform experience with Zendesk, Freshdesk, HubSpot Service Hub, or comparable platform
Bilingual (English/Spanish)
Certifications: CompTIA A+, Google Workspace Administrator, Apple Certified Support Professional, or comparable certifications
Eligibility3
Reliable home setup: quiet workspace, strong internet, and a working webcam and microphone
Location: Remote (U.S. only)
U.S. work authorization required
Skills
Mac
Windows
iOS
Chromebook
Zendesk
Freshdesk
HubSpot Service Hub
Perplexity Computer
About the company
Texas Sports Academy is a K-12 school designed for serious student-athletes who want both elite academics and high-level athletic development. Students cover 2x the material in just 2 hours a day, using the same 2-Hour Learning model as Alpha Schools. That frees up their entire afternoon for serious training, where they work alongside former pro and D1 athletes coaching them at the highest standard.
About the role
We are hiring a Remote IT Support Specialist to help our students and parents navigate any technical issues they encounter with our devices, learning platforms, and connected tools. You will be the first point of contact when something is not working, and you will guide families to a resolution quickly, clearly, and professionally.
What You’ll Do
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First-Line Family Support: Serve as the primary contact for students and parents experiencing technical issues, responding quickly through email, chat, ticketing, and phone when needed.
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Troubleshoot Device Issues: Diagnose and resolve laptop and tablet issues, including login problems, software errors, connectivity issues, and basic hardware questions, guiding families through fixes step by step.
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Support Learning Platforms: Help students and parents navigate our learning platforms and connected tools, including account access, common errors, and everyday how-to questions.
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Escalate When Needed: Identify the small number of issues that require hardware repair, deeper investigation, or leadership involvement, and escalate them cleanly with all the context the next person needs.
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Maintain Support Documentation: Keep our internal knowledge base and family-facing help articles current so common issues can be resolved even faster over time.
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Track and Report on Support Volume: Log every ticket accurately, watch for recurring issues, and share weekly reporting on volume, resolution time, and top themes with leadership.
Requirements
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End-User Support Experience: 3+ years supporting non-technical users, ideally in a school, education, consumer, or service environment. This is not an entry-level role. You can walk us through the systems you supported, the issues you resolved, and how you have grown a support function over time.
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Strong Customer Service Orientation: You communicate patiently and clearly with students and parents, especially in stressful moments such as a device failing before class.
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Clear Written Communication: You can write a support response that is warm, precise, and easy to follow, and you can document a fix so the next person on the team can repeat it.
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Troubleshooting Skills: Practical experience diagnosing common device, software, connectivity, and account issues across Mac, Windows, iOS, and Chromebook.
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Weekend Availability: Willing and able to work a schedule that includes weekend coverage. Specific hours will be defined based on team needs.
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AI Forward: We use AI tools daily to draft communications, summarize tickets, and speed up troubleshooting. Familiarity with tools such as Perplexity Computer is a plus.
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Reliable Home Setup: Quiet workspace, strong internet, and a working webcam and microphone.
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Location: Remote (U.S. only). U.S. work authorization required.
Bonus Points
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K-12 or 1:1 Device Program Experience: Prior experience supporting student device programs or families in an education setting.
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Help Desk or Ticketing Platform Experience: Hands-on experience with tools such as Zendesk, Freshdesk, HubSpot Service Hub, or a comparable platform.
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Bilingual (English/Spanish): Ability to support Spanish-speaking families.
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Certifications: CompTIA A+, Google Workspace Administrator, Apple Certified Support Professional, or comparable certifications.